• Professionally provide answers and solutions to clients contacting the HR Performance Solutions CES teams via phone, email and chat, demonstrating excellent product knowledge, thoroughness, and responsiveness in all client interactions. • Manage documenting all client interactions within the Customer Service Management (CRM) • Be resourceful in using the various tools to research questions and solutions by collaborating with other team members. • Perform testing of potential defects within the application(s) and document and communicate those to the product development team. • Participate in application testing to ensure new software updates and defect fixes are ready to be released. • Contribute to the growth of the product knowledge base by assisting in the creation of product documentation with articles, videos and other presentation or training tools. • Develop a solid understanding of customer service processes and operating procedures. • Establish and maintain effective and proactive working relations, communication, and coordination with MCUL & Affiliate personnel and with management. • Perform other duties as assigned.

• Provide HubSpot support and administration end to end, including user management, permissions, objects, pipelines, workflows, reporting, and overall system configuration. • Serve as the primary point of contact for a high volume of HubSpot ticket requests, managing intake, prioritization, and resolution based on impact and defined SLAs. • Identify recurring issues and root causes across HubSpot, integrations, and internal systems, and implement durable solutions that reduce ticket volume over time. • Maintain strong data hygiene and governance to ensure HubSpot remains a trusted source of truth for reporting and decision-making. • Partner with Sales, Marketing, Operations, Product, and Engineering to support and stabilize HubSpot integrations, including an internal platform with an integrated payments module. • Create and maintain documentation, SOPs, and training materials that improve consistency, enable self-service, and reduce ongoing support burden.

• Manage a portfolio of clients, ensuring customer retention and high satisfaction. • Drive customer interaction across the customer lifecycle to ensure adoption of products, expansion opportunities, and retention. • Deliver client business reviews to measure progress, assess key trends and emphasize value. • Manage resolution and escalation of on-going support issues to relevant stakeholders (internal & external).

• Establish strong, professional, and ongoing relationships with key stakeholders within assigned clients. • Elevate key stakeholders to VP Transportation and Sustainability Leadership. • Utilize Salesforce to map all client relationships and coordinate account planning for collaboration across functions within Breakthrough. • Understand and be able to articulate the value proposition of all Breakthrough product offerings and demonstrate the application, specific and unique to each client engagement. • Quarterly or semi-annual cadence of client value engagements. • Lead strategy and change management to enable value through new client implementations. • Encourage early use of extended freight and sustainability tools for clients to obtain full value after implementation and expand deep sale opportunities. • Identify opportunities to deliver additional value to current clients and coordinate associated deep selling activities to drive revenue with product sales leaders. • Lead client discovery in product introductions and engage product leads in further sales activity. • Lead the account planning cycle to deliver extraordinary value and service to the client through the development of 1- and 3-year strategic roadmaps. • Share experiences and develop best practices among Client Delivery team. • Mentor, provide feedback, and development opportunities for Client Account Managers in alignment with Team Leads. • Proactively assess, clarify, and validate client needs in partnership with Client Account Managers on an ongoing basis. • Review usage logs of activity for system-based users to determine patterns or changes in how they are deriving value. • Achieve industry leading client and product retention metrics. • Live our values of High Performance, Caring Relationships, Strategic Foresight, and Entrepreneurial Spirit • Find A Better Way by championing continuous improvement and quality control efforts to identify opportunities to innovate and improve efficiency, accuracy, and standardization • Continuously learn and develop self professionally